Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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Stop all channel switching!
What do you like best about the product?
Usage of Service Cloud enables our 100 person service team to stay in one system while helping customers efficiently. The back end is accessible for beginners and you can level up as you go.
What do you dislike about the product?
Implemention from scratch is ideal so you can build it right the first time. Doing overhauls with existing data can be a real pain.
What problems is the product solving and how is that benefiting you?
Housing ALL customer service interaction data. Even if we are connecting with customers in another platform we ALWAYS make sure there's a case in Service Cloud.
Service Cloud helps us deliver top-notch customer experiences
What do you like best about the product?
I love that our users are able to track customer cases and stay on top of their work, regardless of how we were contacted (email or phone). We use email-to-case, queues, escalation, and a fair amount of dashboards to help our service teams across departments to manage their workload and ensure the customer remains in touch with us.
What do you dislike about the product?
Some technical nuances of Email-to-Case have been challenging for us. While we rely on this feature, we haven't been able to adopt the latest enhancements since the initial launch of Lightning Threading which uses the email headers (not ref IDs) to join threads and cases. It wasn't working consistently enough for us when we piloted it. Now, we are working to test and implement this feature again, and hopefully that the more recent updates to it will enable us to fully adopt it and remove the ref IDs from email messages. We know this will give our employees and users a cleaner customer experience.
What problems is the product solving and how is that benefiting you?
We use a combination of Amazon Connect and Service Cloud to provide multi channel customer service in support of end consumers and wholesalers. Case management futures, including team coverage, escalation, and reporting have provided a lot of value to our service organization. They allow our internal teams across business processes to stay connected, and help the customer experience to feel more smooth than it was before we went onto Service Cloud.
Service Cloud: Our Dreamforce Journey
What do you like best about the product?
5 years with Salesforce Service Cloud and we're still loving it! Lightning-fast support for hundreds of users, AI-powered insights, and endless customization options. Excited to see what's next at #DF23! 🚀✨ #SalesforceServiceCloud
What do you dislike about the product?
Need to enrich the experience with sending emails from Service Cloud. The feature is very basic and we need to be able to tailor it more for an improved customer experience.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud plays a pivotal role in our comprehensive customer engagement platform.
Connecting help for the good
What do you like best about the product?
Case management allows all CSRs to work together to help customer quickly without having to repeat the same info over and over
What do you dislike about the product?
Not found a negative yet but new to using service cloud
What problems is the product solving and how is that benefiting you?
End user needs being met to expedite issues and reduce work interruptions
The magic of service cloud
What do you like best about the product?
Salesforce Service Cloud is a cloud-based customer service platform that enables companies to provide efficient, personalized support to their customers. It offers a variety of features and tools to help care teams manage cases, respond to inquiries, resolve issues, and provide exceptional service.
Service Cloud allows companies to centralize all customer interactions in a single location, facilitating access to important information and history of previous interactions. This helps improve the efficiency and productivity of service teams, enabling them to provide quick and accurate responses to customers.
Additionally, Service Cloud offers advanced automation features such as intelligent case routing, which automatically directs customer requests to the most appropriate agents based on their skills and availability. This helps ensure customers are served by a qualified agent and reduces wait times.
The platform also includes self-service features such as knowledge bases and online communities where customers can find answers to their questions and solutions to their problems without needing to contact an agent. This helps reduce agents' workload and allows them to focus on more complex cases.
Additionally, Service Cloud offers analytics and reporting capabilities that enable companies to monitor the performance of their service team, identify trends and areas for improvement, and make informed decisions to improve the customer experience.
In short, Salesforce Service Cloud is a comprehensive cloud-based customer service solution that helps businesses deliver exceptional service, improve operational efficiency, and increase customer satisfaction.
Service Cloud allows companies to centralize all customer interactions in a single location, facilitating access to important information and history of previous interactions. This helps improve the efficiency and productivity of service teams, enabling them to provide quick and accurate responses to customers.
Additionally, Service Cloud offers advanced automation features such as intelligent case routing, which automatically directs customer requests to the most appropriate agents based on their skills and availability. This helps ensure customers are served by a qualified agent and reduces wait times.
The platform also includes self-service features such as knowledge bases and online communities where customers can find answers to their questions and solutions to their problems without needing to contact an agent. This helps reduce agents' workload and allows them to focus on more complex cases.
Additionally, Service Cloud offers analytics and reporting capabilities that enable companies to monitor the performance of their service team, identify trends and areas for improvement, and make informed decisions to improve the customer experience.
In short, Salesforce Service Cloud is a comprehensive cloud-based customer service solution that helps businesses deliver exceptional service, improve operational efficiency, and increase customer satisfaction.
What do you dislike about the product?
About the service cloud in specific, I still haven't found anything about the tool, but rather about the poor use of the tool by companies.
What problems is the product solving and how is that benefiting you?
Service cloud being the core of the organization, and as it is constantly improving we always have new resources available that add more.
Salesforce CRM & Knowledge
What do you like best about the product?
All in a single platform. Case creation, Knowpedge Management, Surveys & Customer accounts all in one application. Being in the cloud we get updates automatically.
What do you dislike about the product?
Have not seen any as yet. There are some features our team was used to which are not available. But I am hoping to see it in the new upgrades
What problems is the product solving and how is that benefiting you?
Product Support for our customers. Case creation and Knowledge articles. Support agents use it to create and manage customer cases.
Seamless integrations
What do you like best about the product?
I value how easy it is to configure and integrate third party solutions. It makes work more efficient to provide service to our customers and ultimately keep them happy and returning.
What do you dislike about the product?
If there were more tips or tutorials that are accessible more easily and advertised so that end users can be onboarded faster. It takes time to get used to using Salesforce.
What problems is the product solving and how is that benefiting you?
Customer engagement from issue reporting to resolution. First time fix score improving, dashboards provide easy way to view metrics and high priority cases and accounts.
A Reliable CRM Tool
What do you like best about the product?
Service Cloud is a go-to product for any company implementing a service CRM. With the Customer 360 component that takes previously known customer data from Sales Cloud, this tool was easy to stand up for a quick implementation which streamlined our customer service processes.
What do you dislike about the product?
Maintaining Salesforce Knowledge has been the biggest struggle for our company as we continue rapid growth - our hope is that implementing AI will make this easier.
What problems is the product solving and how is that benefiting you?
Our customer service team reside in one platform, which allows us to implement data analytics and understand each customer with a 360-degree view.
I work with clients to advise on their SF stack.
What do you like best about the product?
The ability to integrate across the entire Salesforce stack to enable digital flow.
What do you dislike about the product?
Clients fear it is too large for their needs.
What problems is the product solving and how is that benefiting you?
It allows for a coherent flow of information to enhance the guests experience.
Amazing Platform
What do you like best about the product?
I love the way service cloud allows organizations to better serve their communities.
What do you dislike about the product?
No downside in my opinion. Maybe the learning curve if you're new to Salesforce.
What problems is the product solving and how is that benefiting you?
Allows us to better respond to customers and allow or clients to better service their communities.
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